Meeting Customers Expectations
We help our clients achieve successful outcomes by focussing on customer expectations and your employee experience. Our approach ensures that customer expectations are met, organisational improvements are delivered and performance improved.
Customer Insight and Analysis
End-to-End Customer Journey Mapping
Customer Experience Strategy
Customer Experience Improvement
Helping customers achieve their potential
We engage with your customers to gather insights to help identify the ‘gap’ between the customer experience and their expectations. Our customer journey mapping process helps to identify areas for improvements. We can review the brand awareness and positioning and develop a customer insights report to clarify customer perceptions on the business.
We use customer insights to energise people across the business to focus on improving customer experience. We identify and implement quick wins, creating 4 day, 4 week and 4-month service improvement plans. We can undertake a market analysis and review of products and services, to support marketing strategy and sales planning.
We develop continuous improvement plans to embed the changes made to the customer experience. This includes reviewing the alignment of all key systems and processes with customer needs and recommending re-alignment where necessary, as well as developing appropriate, customer-focused measurement systems.
Throughout the Engage, Energise and Embed phases we assess current performance, agree future measures of success, measure individual initiatives, introduce review, feedback and improvement mechanisms and develop ongoing measurement and monitoring systems.
Quantified drivers of customer satisfaction
Customer journey improved and complaints reduced by 75%
Hospital acquired infections reduced to zero for 18 months
Customer satisfaction increased by 10%
“Journey4 brought clarity about the role of ‘Group’ and the areas in which there was to be absolute consistency and where there would be local interpretation. The transfer of knowledge has ensured that the ‘Abellio Way’ is still in use today, long after Journey4 had completed their work.”Managing Director, Abellio Ltd
“This is the best hospital-based service transformation I’ve seen in the NHS in 20 years.”Chief Executive Officer, NHS Yorkshire and Humber
“Really well done to you and the leadership team for pulling the MBP together. It’s a strong, well laid out and actionable plan.”Chief Commercial Officer, Heathrow Airport
“On behalf of the entire Amey Severn Trent team I want to thank you for all of your effort, support, and guidance in your time with Amey Severn Trent. It has been a challenging time for us, but you have helped us transform the business and kept us on the path to success in Amp7.”Business Director, Amey Utilities
“Journey4 have supported our bids for and operation of several public sector contracts and have provided a range of services, all focused on transforming the target organisation to deliver improved customer experience. Their professionalism and expertise have always been appreciated and has added significantly to our service offer.”Business Development Director, Serco
“Journey4 were able to get under the skin of our customer and employees to understand exactly what was going on at all levels of the organisation, to engage all stakeholders in focusing on improving the customer experience and involve them in designing and implementing the service transformation required.”Transformation Director, National FM Business